IT Support Engineer
Job Responsibilities
- Provide day-to-day application and production support to ensure system availability and operational stability.
- Monitor production systems, applications, and interfaces to identify issues proactively.
- Investigate incidents reported by users or monitoring tools and perform root cause analysis.
- Assess the business and technical impact of system issues and recommend appropriate recovery actions or workarounds.
- Coordinate with development, infrastructure, database, and business teams to resolve incidents within agreed SLAs.
- Perform log analysis, system diagnostics, and troubleshooting to identify and resolve application defects and performance issues.
- Define, enhance, and maintain monitoring requirements, alerts, and dashboards to detect abnormalities and prevent service disruptions.
- Support system releases, deployments, change requests, and maintenance activities.
- Document incidents, resolutions, troubleshooting procedures, and knowledge base articles.
- Participate in problem management activities to identify recurring issues and implement preventive measures.
- Ensure compliance with IT operational standards, security policies, and change management procedures.
Requirements
- Diploma or Degree in Computer Science, Information Technology, Engineering, or related field.
- Minimum 2-5 years of experience in Application Support, Production Support, IT Operations, or a related role.
- Strong analytical and problem-solving skills with the ability to perform root cause analysis.
- Experience with monitoring and logging tools such as Splunk, ELK, Dynatrace, AppDynamics, Grafana, or similar.
- Knowledge of SQL and database troubleshooting.
- Familiarity with Linux/Unix and Windows environments.
- Understanding of Incident, Problem, and Change Management processes (ITIL knowledge is an advantage).
- Strong communication and stakeholder management skills.
- Ability to work independently and in a fast-paced production environment.
- Willingness to participate in after-office-hours or on-call support when required.